CN113901782A - Intelligent complaint work order falling method, device, equipment and medium - Google Patents
Intelligent complaint work order falling method, device, equipment and medium Download PDFInfo
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Abstract
The application relates to a data processing technology, and provides an intelligent complaint work order drop remedial method, which comprises the following steps: acquiring a work order file, extracting a keyword set, and matching each keyword with a complaint work order keyword set matching library; if the matched library has the same key words as the key words in the key word set, judging the work order file as a complaint work order, and calculating a summary value by adopting an information summary algorithm; comparing the summary value of the work order file with the summary value of each historical complaint work order; if the consulting system has a historical complaint work order with the same abstract value as the work order file, determining that the work order file has a bill; and if the work order files are different, performing order drop on the work order files, and associating and storing abstract values of the work order files. The invention also relates to blockchain technology, and the work order file can be stored in blockchain link points. The invention also provides a device, equipment and medium for remedying the intelligent complaint work order drop. The invention can improve the timeliness and efficiency of complaining the work order.
Description
Technical Field
The invention relates to the field of data processing, in particular to an intelligent complaint work order falling method and device, electronic equipment and a readable storage medium.
Background
The step of consulting the work order is to analyze and arrange the problems that the user feels dissatisfied with the service attitude, the charging problem and the like of the relevant department, and upload the problems to a corresponding processing response system for storage and processing.
Currently, the statement of consulting a work order cannot be timely uploaded to a corresponding processing response system for processing due to the deficiency of the processing method, and the user is led to secondary complaints of relevant departments.
Disclosure of Invention
The invention provides an intelligent complaint work order drop method, device, electronic equipment and computer readable storage medium, and mainly aims to improve timeliness and efficiency of the intelligent complaint work order drop.
In order to achieve the above object, the present invention provides an intelligent complaint work order dropping method, which comprises:
acquiring a work order file from a service system, extracting a keyword set in the work order file, and executing matching operation on each keyword in the keyword set and a pre-constructed complaint work order keyword set matching library;
when keywords which are the same as the keywords in the keyword set exist in the complaint work order keyword set matching library, the complaint work order file is judged to be a complaint work order, and an information abstract algorithm is adopted to calculate an abstract value of the work order file;
comparing the abstract value of the work order file with the abstract value of each historical complaint work order in the consulting system;
if the summary value of the work order file is the same as the summary value of any one historical complaint work order in the consulting system, determining that the work order file has placed an order;
and if the consulting system does not have the historical complaint work order with the same abstract value as the work order file, uploading the work order file to the consulting system for order placement, and storing the abstract value of the work order file in an associated manner.
Optionally, before performing a matching operation on each keyword in the keyword set and a pre-constructed complaint work order keyword set matching library, the method further includes:
acquiring a historical complaint work order in a preset time period from the consulting system;
and extracting keywords of the historical complaint work order, and constructing a complaint work order keyword set matching library by using all the keywords.
Optionally, the extracting keywords of the historical complaint work order includes:
extracting text information of the historical complaint work order to obtain a complaint work order text;
performing word segmentation operation on the complaint work order text by using a pre-constructed word segmentation tool to obtain a complaint work order text word set;
extracting keywords with a preset number in the complaint work order text word set by using a TF-IDF keyword extraction algorithm;
and summarizing all the keywords to obtain a complaint work order keyword set.
Optionally, the calculating the digest value of the work order file by using an information digest algorithm includes:
extracting text information of the work order file to obtain a work order file;
performing text standardization processing on the work order file to obtain a standardized work order file;
and encrypting the standardized work order file by using an information abstract algorithm to obtain an encrypted ciphertext, and taking the encrypted ciphertext as an abstract value of the work order file.
Optionally, the performing a matching operation on each keyword in the keyword set and the complaint work order keyword set matching library includes:
obtaining the international code of each keyword in the keyword set and the international code of each keyword in the complaint work order keyword set matching library from the root;
respectively converting the international code of each keyword in the keyword set and the international code of each keyword in the complaint work order keyword set matching library into the form of the machine code according to an international code-machine code conversion rule;
and according to the format and the numerical value of the machine code, sequentially utilizing the machine code of each keyword in the work order keyword set and the machine codes of all keywords in the complaint work order keyword set to execute matching operation.
Optionally, the comparing the summary value of the work order file with the summary value of each historical complaint work order in the consulting system includes:
converting each character string in the abstract value of the work order file and the abstract value of each historical complaint work order into an ASCII code form;
converting the abstract value of the work order file and the abstract value of each historical complaint work order into a vector format through the ASCII code to obtain a work order file vector and a plurality of historical complaint work order vectors;
calculating the similarity of the work order file vector and each historical complaint work order vector by adopting a cosine similarity calculation formula;
and judging whether the abstract value of the work order file is the same as the abstract value of each historical complaint work order in the consulting system according to the similarity.
Optionally, after performing a matching operation on each keyword in the keyword set and a pre-constructed complaint work order keyword set matching library, the method further includes:
and when all the keywords in the keyword set do not exist in the complaint work order keyword set matching library, judging that the work order file is a non-complaint work order, and adding a label of the non-complaint work order to the work order file.
In order to solve the above problem, the present invention further provides an intelligent complaint work order drop device, which comprises:
the work order file category distinguishing module is used for acquiring a work order file from a service system, extracting a keyword set in the work order file, and executing matching operation on each keyword in the keyword set and a pre-constructed complaint work order keyword set matching library; when keywords which are the same as the keywords in the keyword set exist in the complaint work order keyword set matching library, the complaint work order file is judged to be a complaint work order, and an information abstract algorithm is adopted to calculate an abstract value of the work order file;
the work order file entry module is used for comparing the summary value of the work order file with the summary value of each historical complaint work order in the consulting system; if the historical complaint work order with the abstract value same as that of the work order file exists in the consulting system, determining that the work order file has a bill drop; and if the consulting system does not have the historical complaint work order with the same abstract value as the work order file, uploading the work order file to the consulting system for order placement, and storing the abstract value of the work order file in an associated manner.
In order to solve the above problem, the present invention also provides an electronic device, including:
at least one processor; and the number of the first and second groups,
a memory communicatively coupled to the at least one processor; wherein the content of the first and second substances,
the memory stores a computer program executable by the at least one processor to enable the at least one processor to perform the complaint work order intelligent drop method described above.
In order to solve the above problem, the present invention further provides a computer-readable storage medium, in which at least one computer program is stored, and the at least one computer program is executed by a processor in an electronic device to implement the intelligent complaint work order drop method described above.
The intelligent complaint work order falling method, device, equipment and medium provided by the embodiment of the invention extract the keyword set of the work order file, execute matching operation by utilizing the keyword set and the pre-constructed complaint work order keyword set matching library, judge that the work order file is a complaint work order when the complaint work order keyword set matching library has the same keywords as the keywords in the keyword set, and improve the judgment efficiency of whether the work order file is a complaint work order or not through the matching model of the keywords; in addition, the work order file is encrypted by adopting an information abstract algorithm to obtain an encrypted ciphertext, the encrypted ciphertext is converted into a vector form to carry out similarity calculation, whether the work order file is the same as a historical work order file in the order system is judged through the obtained similarity to further judge whether the work order file has already been subjected to order falling in the order system, the method converts a comparison process of whether the texts are the same into the vector form to carry out comparison, and the judgment deviation of whether the two texts are the same can be reduced, so that the timeliness and the efficiency of intelligent order falling of the complaint work order can be improved.
Drawings
Fig. 1 is a schematic flow chart of an intelligent complaint work order drop method according to an embodiment of the present invention;
fig. 2 is a schematic block diagram of an intelligent complaint work order drop device according to an embodiment of the present invention;
fig. 3 is a schematic internal structural diagram of an electronic device for implementing an intelligent complaint work order drop method according to an embodiment of the present invention;
the implementation, functional features and advantages of the objects of the present invention will be further explained with reference to the accompanying drawings.
Detailed Description
It should be understood that the specific embodiments described herein are merely illustrative of the invention and are not intended to limit the invention.
The embodiment of the invention provides an intelligent complaint work order dropping method. The execution subject of the intelligent complaint work order drop method includes, but is not limited to, at least one of electronic devices such as a server and a terminal, which can be configured to execute the method provided by the embodiment of the present application. In other words, the complaint work order intelligent policy making method may be executed by software or hardware installed in a terminal device or a server device, and the software may be a block chain platform. The server side can be an independent server, and can also be a cloud server providing basic cloud computing services such as cloud service, a cloud database, cloud computing, cloud functions, cloud storage, Network service, cloud communication, middleware service, domain name service, security service, Content Delivery Network (CDN), big data and an artificial intelligence platform.
Referring to a flow diagram of an intelligent complaint work order drop method provided by an embodiment of the present invention shown in fig. 1, in the embodiment of the present invention, the intelligent complaint work order drop method includes:
s1, acquiring a work order file from a service system, extracting a keyword set in the work order file, and executing matching operation on each keyword in the keyword set and a pre-constructed complaint work order keyword set matching library;
in the embodiment of the invention, all keywords related to the complaint work order are stored in the complaint work order keyword set matching library. In addition, the keywords in the complaint work order keyword set matching library can be updated at preset intervals, so that the comprehensiveness and accuracy of the keywords in the complaint work order keyword set matching library are ensured.
In the embodiment of the invention, the complaint work order keyword set matching library can be used for judging whether a newly generated work order file in an enterprise is a complaint work order. For example, the keyword in the newly generated work order file is "bad service, bad attitude, and insufficient service capability", and if the complaint work order keyword set matching library includes the keyword such as "bad service, bad attitude, and poor service capability", the newly generated work order file is matched with the complaint work order keyword set matching library, and the newly generated work order file is a complaint work order.
In another embodiment of the present invention, before performing a matching operation on each keyword in the keyword set and a pre-constructed complaint work order keyword set matching library, the method may further include:
acquiring a historical complaint work order in a preset time period from the consulting system;
and extracting keywords of the historical complaint work order, and constructing a complaint work order keyword set matching library by using all the keywords.
Further, in the embodiment of the present invention, the consulting system may be a system in which information of a user who initiates a consultation or a complaint about some problems in an enterprise is converted into a work order text format, and stored and queried. For example, in the banking field, the consulting system may be a system for uploading a work order text file after a bank platform staff converts information of a user complaint by telephone or a network complaint into the work order text file.
In the embodiment of the present invention, the keyword may be a highly generalized word extracted from the text and having a specific meaning for the text.
In detail, the extracting the keywords of the historical complaint work order, and constructing the complaint work order keyword set matching library by using all the keywords includes:
extracting text information of the historical complaint work order to obtain a complaint work order text;
performing word segmentation operation on the complaint work order text by using a pre-constructed word segmentation tool to obtain a complaint work order text word set;
extracting a preset number of keywords in the complaint work order text word set by using an algorithm of extracting the keywords by using TF-IDF, and summarizing all the keywords to obtain a historical complaint work order keyword set;
and constructing the complaint work order keyword set matching library by using the historical complaint work order keyword set.
Further, the algorithm for extracting keywords by using TF-IDF extracts a preset number of keywords from the complaint work order text word set, and summarizes all the keywords to obtain the complaint work order keyword set, including:
calculating a TF (word frequency) value of each word in the complaint work order text word set;
calculating an IDF (inverse document frequency) value for each of the words in the set of complaint work order text words;
obtaining a TF-IDF value for each of the words in the complaint work order text word set using the TF value and the IDF value;
and selecting a preset number of words from the complaint work order word set according to the TF-IDF value of each word to obtain the complaint work order keyword set.
The embodiment of the invention calculates the TF-IDF value of each word in the work order text word set by the following calculation formula:
TF-IDF＝TF*IDF；
wherein, the total number of documents may be the total number of complaint work orders in the consulting system; the +1 operation in the "number of documents including the word + 1" is to prevent a case where a word for which word frequency calculation is performed does not exist in all documents and the dividend is 0.
In the embodiment of the present invention, the service system may be a system for storing a new work order file in the enterprise consulting department, for example, in the bank consulting department, all the complaint telematic files or the consultative telematic files that have recently entered the bank consulting department for three months are converted into a work order form and then uploaded to the service system.
The method and the device lead in the work order recording file from the service system through a pre-constructed audio-text conversion tool; setting a text format of a text output result of the audio-text conversion tool; and converting the work order recording file according to the character format to obtain the work order file.
The method for extracting the keyword set in the work order file is consistent with the method for extracting the acquired keywords of the historical complaint work order, and the method is not repeated here.
Further, the embodiment of the present invention provides a method for performing matching operation on each keyword in the keyword set and a pre-constructed complaint work order keyword set matching library, including:
obtaining the international code of each keyword in the keyword set and obtaining the international code of each keyword in the complaint work order keyword set matching library;
respectively converting the international code of each keyword in the keyword set and the international code of each keyword in the complaint work order keyword set matching library into the form of the machine code according to an international code-machine code conversion rule;
and according to the format and the numerical value of the machine code, sequentially utilizing the machine code of each keyword in the work order keyword set and the machine codes of all keywords in the complaint work order keyword set to execute matching operation.
In the embodiment of the invention, the international code is also called a ten-thousand-national code and a single code, and is an industry standard in the field of computer science, the machine internal code can be obtained by converting an international code-machine internal code conversion rule, the machine internal code can be a binary coding form or a hexadecimal coding form for storing Chinese character information in a microcomputer, the machine internal code can uniquely represent the Chinese character information in the microcomputer, and the machine internal code of the Chinese character in the microcomputer is obtained by converting the national standard code, for example, the national standard code 3123H of the Chinese character 'guaranty', the front byte is 00110001B, the rear byte is 00100011B, the high order is 10110001B and 10100011B are B1A3H, and therefore, the machine internal code of the 'guaranty' character is B1A 3H.
And if all the keywords in the keyword set do not exist in the complaint work order keyword set matching library, judging that the work order file is a non-complaint work order, and adding a label of the non-complaint work order to the work order file.
In the embodiment of the present invention, the non-complaint work order may be another problem that is fed back by the user through the telephone, and the other problem is converted into a work order that is stored in the service system, for example, the non-complaint work order may be a fault warranty work order, a business consultation work order, and the like.
When keywords identical to the keywords in the keyword set exist in the complaint work order keyword set matching library, the step S2 is entered, the work order file is judged to be a complaint work order, and an information summary algorithm is adopted to calculate the summary value of the work order file;
in this embodiment of the present invention, the message digest algorithm may be an MD5 message digest algorithm. In detail, the embodiment of the present invention converts the machine code of each keyword in the keyword set and the machine code of each complaint work order keyword in the complaint work order keyword set matching library into the same format; numerically comparing the machine code of each keyword in the keyword set after format conversion with the machine code of each complaint work order keyword in the complaint work order keyword set matching library; and when any keyword in the keyword set has the same code value with any complaint work order keyword in the complaint work order keyword set matching library, judging that the work order file is a complaint work order.
Further, the embodiment of the invention extracts the text information of the work order file to obtain a work order file text; performing text standardization processing on the work order file text to obtain a standardized work order file text; and encrypting the standard chemical order file text by using an information abstract algorithm to obtain an encrypted ciphertext, and taking the encrypted ciphertext as an abstract value of the chemical order file.
The text normalization processing may be to remove punctuation marks and the like in the work order document text to reduce the amount of operation of the encryption processing.
S3, comparing the summary value of the work order file with the summary value of each historical complaint work order in the consulting system;
in the embodiment of the invention, each character string in the abstract value of the work order file and the abstract value of each historical complaint work order is converted into an ASCII code form; converting the abstract value of the work order file and the abstract value of each historical complaint work order into a vector format through the ASCII code to obtain a work order file vector and a plurality of historical complaint work order vectors; calculating the similarity of the work order file vector and each historical complaint work order vector by adopting a cosine similarity calculation formula; and judging whether the abstract value of the work order file is the same as the abstract value of each historical complaint work order in the consulting system according to the similarity.
In detail, the determining whether the summary value of the work order file is the same as the summary value of each historical complaint work order in the consulting system according to the similarity includes:
if the similarity is equal to 1, the summary value of the work order file is determined to be the same as the summary value of one of the historical complaint work orders in the consulting system, indicating that the work order file already exists in the consulting system; if the similarity does not exist, the summary value of the work order file is judged to be different from the summary values of all the historical complaint work orders in the consulting system, and the fact that the work order file does not exist in the consulting system is stated.
In this embodiment of the present invention, when each character string is converted into an ASCII code, the obtained ASCII code is in a three-digit format by default, for example, the ASCII code of the character "a" is [65], and in this embodiment of the present invention, the obtained ASCII code of the character "a" is in a format of [065 ].
In the embodiment of the invention, the similarity between the work order file vector and the historical complaint work order vector is calculated by adopting the following formula:
wherein x is the work order document vector, y is the historical complaint work order vector, theta is the included angle between the work order document vector and the historical complaint work order vector, and Sim (x, y) is the similarity between the work order document vector and the historical complaint work order vector.
If the summary value of the work order file is the same as the summary value of any one historical complaint work order in the consulting system, the step S4 is entered to judge that the work order file has fallen into an order;
in the embodiment of the present invention, the placing order may be an operation of uploading the work order file to a corresponding work order storage system for storage, for example, if the work order file is a complaint work order, the work order file is uploaded to the consult system for storage.
If the historical complaint work order with the same abstract value as the work order file does not exist in the consulting system, step S5 is entered, the work order file is uploaded to the consulting system for placing an order, and the abstract value of the work order file is stored in an associated manner.
Fig. 2 is a functional block diagram of the intelligent complaint work order falling device according to the present invention.
The intelligent complaint work order falling device 100 can be installed in electronic equipment. According to the realized function, the intelligent complaint work order falling device can comprise a work order file type distinguishing module 101 and a work order file falling module 102, wherein the modules can also be called as units, and refer to a series of computer program segments which can be executed by a processor of the electronic equipment and can complete fixed functions, and the computer program segments are stored in a memory of the electronic equipment.
In the present embodiment, the functions regarding the respective modules/units are as follows:
the work order file category distinguishing module 101 is configured to obtain a work order file from a service system, extract a keyword set in the work order file, and perform matching operation on each keyword in the keyword set and a pre-constructed complaint work order keyword set matching library; when keywords which are the same as the keywords in the keyword set exist in the complaint work order keyword set matching library, the complaint work order file is judged to be a complaint work order, and an information abstract algorithm is adopted to calculate an abstract value of the work order file;
in the embodiment of the invention, all keywords related to the complaint work order are stored in the complaint work order keyword set matching library. In addition, the keywords in the complaint work order keyword set matching library can be updated at preset intervals, so that the comprehensiveness and accuracy of the keywords in the complaint work order keyword set matching library are ensured.
In the embodiment of the invention, the complaint work order keyword set matching library can be used for judging whether a newly generated work order file in an enterprise is a complaint work order. For example, the keyword in the newly generated work order file is "bad service, bad attitude, and insufficient service capability", and if the complaint work order keyword set matching library includes the keyword such as "bad service, bad attitude, and poor service capability", the newly generated work order file is matched with the complaint work order keyword set matching library, and the newly generated work order file is a complaint work order.
In another embodiment of the present invention, before performing a matching operation on each keyword in the keyword set and a pre-constructed complaint work order keyword set matching library, the method may further include:
acquiring a historical complaint work order in a preset time period from the consulting system;
and extracting keywords of the historical complaint work order, and constructing a complaint work order keyword set matching library by using all the keywords.
Further, in the embodiment of the present invention, the consulting system may be a system in which information of a user who initiates a consultation or a complaint about some problems in an enterprise is converted into a work order text format, and stored and queried. For example, in the banking field, the consulting system may be a system for uploading a work order text file after a bank platform staff converts information of a user complaint by telephone or a network complaint into the work order text file.
In the embodiment of the present invention, the keyword may be a highly generalized word extracted from the text and having a specific meaning for the text.
In detail, the extracting the keywords of the historical complaint work order, and constructing the complaint work order keyword set matching library by using all the keywords includes:
extracting text information of the historical complaint work order to obtain a complaint work order text;
performing word segmentation operation on the complaint work order text by using a pre-constructed word segmentation tool to obtain a complaint work order text word set;
extracting a preset number of keywords in the complaint work order text word set by using an algorithm of extracting the keywords by using TF-IDF, and summarizing all the keywords to obtain a historical complaint work order keyword set;
and constructing the complaint work order keyword set matching library by using the historical complaint work order keyword set.
Further, the algorithm for extracting keywords by using TF-IDF extracts a preset number of keywords from the complaint work order text word set, and summarizes all the keywords to obtain the complaint work order keyword set, including:
calculating a TF (word frequency) value of each word in the complaint work order text word set;
calculating an IDF (inverse document frequency) value for each of the words in the set of complaint work order text words;
obtaining a TF-IDF value for each of the words in the complaint work order text word set using the TF value and the IDF value;
and selecting a preset number of words from the complaint work order word set according to the TF-IDF value of each word to obtain the complaint work order keyword set.
The embodiment of the invention calculates the TF-IDF value of each word in the work order text word set by the following calculation formula:
TF-IDF＝TF*IDF；
wherein, the total number of documents may be the total number of complaint work orders in the consulting system; the +1 operation in the "number of documents including the word + 1" is to prevent a case where a word for which word frequency calculation is performed does not exist in all documents and the dividend is 0.
In the embodiment of the present invention, the service system may be a system for storing a new work order file in the enterprise consulting department, for example, in the bank consulting department, all the complaint telematic files or the consultative telematic files that have recently entered the bank consulting department for three months are converted into a work order form and then uploaded to the service system.
The method and the device lead in the work order recording file from the service system through a pre-constructed audio-text conversion tool; setting a text format of a text output result of the audio-text conversion tool; and converting the work order recording file according to the character format to obtain the work order file.
The method for extracting the keyword set in the work order file is consistent with the method for extracting the acquired keywords of the historical complaint work order, and the method is not repeated here.
Further, the embodiment of the present invention provides a method for performing matching operation on each keyword in the keyword set and a pre-constructed complaint work order keyword set matching library, including:
obtaining the international code of each keyword in the keyword set and obtaining the international code of each keyword in the complaint work order keyword set matching library;
respectively converting the international code of each keyword in the keyword set and the international code of each keyword in the complaint work order keyword set matching library into the form of the machine code according to an international code-machine code conversion rule;
and according to the format and the numerical value of the machine code, sequentially utilizing the machine code of each keyword in the work order keyword set and the machine codes of all keywords in the complaint work order keyword set to execute matching operation.
In the embodiment of the invention, the international code is also called a ten-thousand-national code and a single code, and is an industry standard in the field of computer science, the machine internal code can be obtained by converting an international code-machine internal code conversion rule, the machine internal code can be a binary coding form or a hexadecimal coding form for storing Chinese character information in a microcomputer, the machine internal code can uniquely represent the Chinese character information in the microcomputer, and the machine internal code of the Chinese character in the microcomputer is obtained by converting the national standard code, for example, the national standard code 3123H of the Chinese character 'guaranty', the front byte is 00110001B, the rear byte is 00100011B, the high order is 10110001B and 10100011B are B1A3H, and therefore, the machine internal code of the 'guaranty' character is B1A 3H.
And if all the keywords in the keyword set do not exist in the complaint work order keyword set matching library, judging that the work order file is a non-complaint work order, and adding a label of the non-complaint work order to the work order file.
In the embodiment of the present invention, the non-complaint work order may be another problem that is fed back by the user through the telephone, and the other problem is converted into a work order that is stored in the service system, for example, the non-complaint work order may be a fault warranty work order, a business consultation work order, and the like.
In this embodiment of the present invention, the message digest algorithm may be an MD5 message digest algorithm.
In detail, the embodiment of the present invention converts the machine code of each keyword in the keyword set and the machine code of each complaint work order keyword in the complaint work order keyword set matching library into the same format; numerically comparing the machine code of each keyword in the keyword set after format conversion with the machine code of each complaint work order keyword in the complaint work order keyword set matching library; and when any keyword in the keyword set has the same code value with any complaint work order keyword in the complaint work order keyword set matching library, judging that the work order file is a complaint work order.
Further, the embodiment of the invention extracts the text information of the work order file to obtain a work order file text; performing text standardization processing on the work order file text to obtain a standardized work order file text; and encrypting the standard chemical order file text by using an information abstract algorithm to obtain an encrypted ciphertext, and taking the encrypted ciphertext as an abstract value of the chemical order file.
The text normalization processing may be to remove punctuation marks and the like in the work order document text to reduce the amount of operation of the encryption processing.
The work order document entry module 102 is configured to compare the summary value of the work order document with the summary value of each historical complaint work order in the consulting system; if the historical complaint work order with the abstract value same as that of the work order file exists in the consulting system, determining that the work order file has a bill drop; and if the consulting system does not have the historical complaint work order with the same abstract value as the work order file, uploading the work order file to the consulting system for order placement, and storing the abstract value of the work order file in an associated manner.
In the embodiment of the invention, each character string in the abstract value of the work order file and the abstract value of each historical complaint work order is converted into an ASCII code form; converting the abstract value of the work order file and the abstract value of each historical complaint work order into a vector format through the ASCII code to obtain a work order file vector and a plurality of historical complaint work order vectors; calculating the similarity of the work order file vector and each historical complaint work order vector by adopting a cosine similarity calculation formula; and judging whether the abstract value of the work order file is the same as the abstract value of each historical complaint work order in the consulting system according to the similarity.
In detail, the determining whether the summary value of the work order file is the same as the summary value of each historical complaint work order in the consulting system according to the similarity includes:
if the similarity is equal to 1, the summary value of the work order file is determined to be the same as the summary value of one of the historical complaint work orders in the consulting system, indicating that the work order file already exists in the consulting system; if the similarity does not exist, the summary value of the work order file is judged to be different from the summary values of all the historical complaint work orders in the consulting system, and the fact that the work order file does not exist in the consulting system is stated.
In this embodiment of the present invention, when each character string is converted into an ASCII code, the obtained ASCII code is in a three-digit format by default, for example, the ASCII code of the character "a" is [65], and in this embodiment of the present invention, the obtained ASCII code of the character "a" is in a format of [065 ].
In the embodiment of the invention, the similarity between the work order file vector and the historical complaint work order vector is calculated by adopting the following formula:
wherein x is the work order document vector, y is the historical complaint work order vector, theta is the included angle between the work order document vector and the historical complaint work order vector, and Sim (x, y) is the similarity between the work order document vector and the historical complaint work order vector.
If the historical complaint work order with the abstract value same as that of the work order file exists in the consulting system, determining that the work order file has a bill drop;
in the embodiment of the present invention, the placing order may be an operation of uploading the work order file to a corresponding work order storage system for storage, for example, if the work order file is a complaint work order, the work order file is uploaded to the consult system for storage.
And if the consulting system does not have the historical complaint work order with the same abstract value as the work order file, uploading the work order file to the consulting system for order placement, and storing the abstract value of the work order file in an associated manner.
Fig. 3 is a schematic structural diagram of an electronic device for implementing an intelligent complaint work order drop method according to the present invention.
The electronic device may include a processor 10, a memory 11, a communication bus 12, and a communication interface 13, and may further include a computer program, such as a complaint work order intelligent drop program, stored in the memory 11 and executable on the processor 10.
The memory 11 includes at least one type of readable storage medium, which includes flash memory, removable hard disk, multimedia card, card-type memory (e.g., SD or DX memory, etc.), magnetic memory, magnetic disk, optical disk, etc. The memory 11 may in some embodiments be an internal storage unit of the electronic device, for example a removable hard disk of the electronic device. The memory 11 may also be an external storage device of the electronic device in other embodiments, such as a plug-in mobile hard disk, a Smart Media Card (SMC), a Secure Digital (SD) Card, a Flash memory Card (Flash Card), and the like, which are provided on the electronic device. Further, the memory 11 may also include both an internal storage unit and an external storage device of the electronic device. The memory 11 may be used to store not only application software installed in the electronic device and various types of data, such as codes of a complaint work order intelligent receipt program, but also data that has been output or will be output temporarily.
The processor 10 may be composed of an integrated circuit in some embodiments, for example, a single packaged integrated circuit, or may be composed of a plurality of integrated circuits packaged with the same or different functions, including one or more Central Processing Units (CPUs), microprocessors, digital Processing chips, graphics processors, and combinations of various control chips. The processor 10 is a Control Unit (Control Unit) of the electronic device, connects various components of the electronic device by using various interfaces and lines, and executes various functions and processes data of the electronic device by running or executing programs or modules (e.g., complaint work order intelligence programs, etc.) stored in the memory 11 and calling data stored in the memory 11.
The communication bus 12 may be a PerIPheral Component Interconnect (PCI) bus or an Extended Industry Standard Architecture (EISA) bus. The bus may be divided into an address bus, a data bus, a control bus, etc. The communication bus 12 is arranged to enable connection communication between the memory 11 and at least one processor 10 or the like. For ease of illustration, only one thick line is shown, but this does not mean that there is only one bus or one type of bus.
Fig. 3 shows only an electronic device having components, and those skilled in the art will appreciate that the structure shown in fig. 3 does not constitute a limitation of the electronic device, and may include fewer or more components than those shown, or some components may be combined, or a different arrangement of components.
For example, although not shown, the electronic device may further include a power supply (such as a battery) for supplying power to each component, and preferably, the power supply may be logically connected to the at least one processor 10 through a power management device, so that functions of charge management, discharge management, power consumption management and the like are realized through the power management device. The power supply may also include any component of one or more dc or ac power sources, recharging devices, power failure detection circuitry, power converters or inverters, power status indicators, and the like. The electronic device may further include various sensors, a bluetooth module, a Wi-Fi module, and the like, which are not described herein again.
Optionally, the communication interface 13 may include a wired interface and/or a wireless interface (e.g., WI-FI interface, bluetooth interface, etc.), which is generally used to establish a communication connection between the electronic device and other electronic devices.
Optionally, the communication interface 13 may further include a user interface, which may be a Display (Display), an input unit (such as a Keyboard (Keyboard)), and optionally, a standard wired interface, or a wireless interface. Alternatively, in some embodiments, the display may be an LED display, a liquid crystal display, a touch-sensitive liquid crystal display, an OLED (Organic Light-Emitting Diode) touch device, or the like. The display, which may also be referred to as a display screen or display unit, is suitable, among other things, for displaying information processed in the electronic device and for displaying a visualized user interface.
It is to be understood that the described embodiments are for purposes of illustration only and that the scope of the appended claims is not limited to such structures.
The complaint work order intelligent drop program stored in the memory 11 of the electronic device is a combination of a plurality of computer programs, and when running in the processor 10, can realize that:
acquiring a work order file from a service system, extracting a keyword set in the work order file, and executing matching operation on each keyword in the keyword set and a pre-constructed complaint work order keyword set matching library;
when keywords which are the same as the keywords in the keyword set exist in the complaint work order keyword set matching library, the complaint work order file is judged to be a complaint work order, and an information abstract algorithm is adopted to calculate an abstract value of the work order file;
comparing the abstract value of the work order file with the abstract value of each historical complaint work order in the consulting system;
if the historical complaint work order with the abstract value same as that of the work order file exists in the consulting system, determining that the work order file has a bill drop;
and if the consulting system does not have the historical complaint work order with the same abstract value as the work order file, uploading the work order file to the consulting system for order placement, and storing the abstract value of the work order file in an associated manner.
Specifically, the processor 10 may refer to the description of the relevant steps in the embodiment corresponding to fig. 1 for a specific implementation method of the computer program, which is not described herein again.
Further, the electronic device integrated module/unit, if implemented in the form of a software functional unit and sold or used as a separate product, may be stored in a computer readable storage medium. The computer readable medium may be non-volatile or volatile. The computer-readable medium may include: any entity or device capable of carrying said computer program code, recording medium, U-disk, removable hard disk, magnetic disk, optical disk, computer Memory, Read-Only Memory (ROM).
Embodiments of the present invention may also provide a computer-readable storage medium, where the computer-readable storage medium stores a computer program, and when the computer program is executed by a processor of an electronic device, the computer program may implement:
acquiring a work order file from a service system, extracting a keyword set in the work order file, and executing matching operation on each keyword in the keyword set and a pre-constructed complaint work order keyword set matching library;
when keywords which are the same as the keywords in the keyword set exist in the complaint work order keyword set matching library, the complaint work order file is judged to be a complaint work order, and an information abstract algorithm is adopted to calculate an abstract value of the work order file;
comparing the abstract value of the work order file with the abstract value of each historical complaint work order in the consulting system;
if the historical complaint work order with the abstract value same as that of the work order file exists in the consulting system, determining that the work order file has a bill drop;
and if the consulting system does not have the historical complaint work order with the same abstract value as the work order file, uploading the work order file to the consulting system for order placement, and storing the abstract value of the work order file in an associated manner.
Further, the computer usable storage medium may mainly include a storage program area and a storage data area, wherein the storage program area may store an operating system, an application program required for at least one function, and the like; the storage data area may store data created according to the use of the blockchain node, and the like.
In the embodiments provided in the present invention, it should be understood that the disclosed apparatus, device and method can be implemented in other ways. For example, the above-described apparatus embodiments are merely illustrative, and for example, the division of the modules is only one logical functional division, and other divisions may be realized in practice.
The modules described as separate parts may or may not be physically separate, and parts displayed as modules may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the modules may be selected according to actual needs to achieve the purpose of the solution of the present embodiment.
In addition, functional modules in the embodiments of the present invention may be integrated into one processing unit, or each unit may exist alone physically, or two or more units are integrated into one unit. The integrated unit can be realized in a form of hardware, or in a form of hardware plus a software functional module.
It will be evident to those skilled in the art that the invention is not limited to the details of the foregoing illustrative embodiments, and that the present invention may be embodied in other specific forms without departing from the spirit or essential attributes thereof.
The present embodiments are therefore to be considered in all respects as illustrative and not restrictive, the scope of the invention being indicated by the appended claims rather than by the foregoing description, and all changes which come within the meaning and range of equivalency of the claims are therefore intended to be embraced therein. Any reference signs in the claims shall not be construed as limiting the claim concerned.
The block chain is a novel application mode of computer technologies such as distributed data storage, point-to-point transmission, a consensus mechanism, an encryption algorithm and the like. A block chain (Blockchain), which is essentially a decentralized database, is a series of data blocks associated by using a cryptographic method, and each data block contains information of a batch of network transactions, so as to verify the validity (anti-counterfeiting) of the information and generate a next block. The blockchain may include a blockchain underlying platform, a platform product service layer, an application service layer, and the like.
The embodiment of the application can acquire and process related data based on an artificial intelligence technology. Among them, Artificial Intelligence (AI) is a theory, method, technique and application system that simulates, extends and expands human Intelligence using a digital computer or a machine controlled by a digital computer, senses the environment, acquires knowledge and uses the knowledge to obtain the best result.
Furthermore, it is obvious that the word "comprising" does not exclude other elements or steps, and the singular does not exclude the plural. A plurality of units or means recited in the system claims may also be implemented by one unit or means in software or hardware. The terms first, second, etc. are used to denote names, but not any particular order.
Finally, it should be noted that the above embodiments are only for illustrating the technical solutions of the present invention and not for limiting, and although the present invention is described in detail with reference to the preferred embodiments, it should be understood by those skilled in the art that modifications or equivalent substitutions may be made on the technical solutions of the present invention without departing from the spirit and scope of the technical solutions of the present invention.
Claims (10)
1. An intelligent complaint work order dropping method is characterized by comprising the following steps:
acquiring a work order file from a service system, extracting a keyword set in the work order file, and executing matching operation on each keyword in the keyword set and a pre-constructed complaint work order keyword set matching library;
when keywords which are the same as the keywords in the keyword set exist in the complaint work order keyword set matching library, the complaint work order file is judged to be a complaint work order, and an information abstract algorithm is adopted to calculate an abstract value of the work order file;
comparing the abstract value of the work order file with the abstract value of each historical complaint work order in the consulting system;
if the historical complaint work order with the abstract value same as that of the work order file exists in the consulting system, determining that the work order file has a bill drop;
and if the consulting system does not have the historical complaint work order with the same abstract value as the work order file, uploading the work order file to the consulting system for order placement, and storing the abstract value of the work order file in an associated manner.
2. The intelligent complaint work order drop method of claim 1, wherein prior to performing a matching operation on each keyword in the set of keywords with a pre-built complaint work order keyword set matching library, the method further comprises:
acquiring a historical complaint work order in a preset time period from the consulting system;
and extracting keywords of the historical complaint work order, and constructing a complaint work order keyword set matching library by using all the keywords.
3. The intelligent complaint work order drop method of claim 2, wherein the extracting keywords from the historical complaint work order comprises:
extracting text information of the historical complaint work order to obtain a complaint work order text;
performing word segmentation operation on the complaint work order text by using a pre-constructed word segmentation tool to obtain a complaint work order text word set;
extracting keywords with a preset number in the complaint work order text word set by using a TF-IDF keyword extraction algorithm;
and summarizing all the keywords to obtain a complaint work order keyword set.
4. The intelligent complaint work order drop method of claim 1, wherein the calculating the summary value of the work order file using an information summary algorithm comprises:
extracting text information of the work order file to obtain a work order file;
performing text standardization processing on the work order file to obtain a standardized work order file;
and encrypting the standardized work order file by using an information abstract algorithm to obtain an encrypted ciphertext, and taking the encrypted ciphertext as an abstract value of the work order file.
5. The intelligent complaint work order drop method of claim 1, wherein the performing a matching operation of each keyword in the set of keywords with the complaint work order keyword set matching library comprises:
obtaining the international code of each keyword in the keyword set and obtaining the international code of each keyword in the complaint work order keyword set matching library;
respectively converting the international code of each keyword in the keyword set and the international code of each keyword in the complaint work order keyword set matching library into the form of the machine code according to an international code-machine code conversion rule;
and according to the format and the numerical value of the machine code, sequentially utilizing the machine code of each keyword in the work order keyword set and the machine codes of all keywords in the complaint work order keyword set to execute matching operation.
6. The intelligent complaint work order posting method of claim 1, wherein the comparing the summary value of the work order file with the summary value of each historical complaint work order in the consult system comprises:
converting each character string in the abstract value of the work order file and the abstract value of each historical complaint work order into an ASCII code form;
converting the abstract value of the work order file and the abstract value of each historical complaint work order into a vector format through the ASCII code to obtain a work order file vector and a plurality of historical complaint work order vectors;
calculating the similarity of the work order file vector and each historical complaint work order vector by adopting a cosine similarity calculation formula;
and judging whether the abstract value of the work order file is the same as the abstract value of each historical complaint work order in the consulting system according to the similarity.
7. The intelligent complaint work order drop method of claim 1, wherein after performing a matching operation on each keyword in the set of keywords with a pre-built complaint work order keyword set matching library, the method further comprises:
and when all the keywords in the keyword set do not exist in the complaint work order keyword set matching library, judging that the work order file is a non-complaint work order, and adding a label of the non-complaint work order to the work order file.
8. The utility model provides a complaint work order intelligence device that singly falls which characterized in that, the device includes:
the work order file category distinguishing module is used for acquiring a work order file from a service system, extracting a keyword set in the work order file, and executing matching operation on each keyword in the keyword set and a pre-constructed complaint work order keyword set matching library; when any one keyword exists in the complaint work order keyword set matching library and has a keyword which is the same as the keyword in the keyword set, judging that the work order file is a complaint work order, and calculating the abstract value of the work order file by adopting an information abstract algorithm;
the work order file entry module is used for comparing the summary value of the work order file with the summary value of each historical complaint work order in the consulting system; if the historical complaint work order with the abstract value same as that of the work order file exists in the consulting system, determining that the work order file has a bill drop; and if the consulting system does not have the historical complaint work order with the same abstract value as the work order file, uploading the work order file to the consulting system for order placement, and storing the abstract value of the work order file in an associated manner.
9. An electronic device, characterized in that the electronic device comprises:
at least one processor; and the number of the first and second groups,
a memory communicatively coupled to the at least one processor; wherein the content of the first and second substances,
the memory stores a computer program executable by the at least one processor, the computer program instructions being executable by the at least one processor to enable the at least one processor to perform the complaint work order intelligent drop method of any of claims 1-7.
10. A computer-readable storage medium storing a computer program, wherein the computer program, when executed by a processor, implements the complaint work order intelligent drop method of any of claims 1-7.
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